Data Protection Complaints Process

At Buccleuch we are committed to handling personal data responsibly and in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.  We take any concerns about how personal data is handled seriously and aim to resolve issues quickly, fairly and transparently.

Raising a complaint

A complaint can be made by any individual (including colleagues, tenants, customers, visitors or other individual third-parties) who is concerned about how their personal data has been collected, used, shared or stored.

You can contact us using the details below:

• Email: dataprotection@buccleuch.com
• Post: Data Protection, Buccleuch, 27 Silvermills Court, Henderson Place Lane,
  Edinburgh EH3 5DG

Please provide as much detail as possible about your concern, including:

• Your preferred contact details, so we can respond to you
• What data you believe has been mishandled & how
• When this occurred
• What your desired outcome is
• Any relevant correspondence or evidence

What happens next

Once we receive your complaint, the Data Protection team will:

• Acknowledge receipt within 30 days
• Investigate the issue promptly and fairly
• Keep you informed of progress and let you know if there are any delays
• Request further information if this is needed to support the investigation

Once the investigation is complete, we will provide a written response setting out our findings, whether the complaint is upheld and any action taken or planned to address the situation.  We aim to resolve complaints within 45 days.

We keep a record of complaints and outcomes to help us improve our practices and demonstrate compliance.

If you are not satisfied with our response

If you are not happy with our response, you have the right to lodge a complaint with the UK’s data protection regulator:

Website: www.ico.org.uk
Helpline: 0303 123 1113

We encourage you to contact us first so we can try to resolve the issue directly.

This process does not affect your rights under data protection law. Further information about these can be found in our Privacy Policy.